Guides › Discover
How to Respond to a Discover AA “Does Not Recognize” Chargeback
You've had a Discover chargeback with reason code AA. Here's what it means, what to send back, and how to submit it, in plain English.
- Discover AA
- Does Not Recognize
- Type: unrecognised charge
What Discover AA means
Reason code AA is Discover's code for “Does Not Recognize”. In plain words, the cardholder doesn't recognise the charge on their card statement. The bank has pulled the money back for now, and your response is your chance to show the charge was valid.
How Discover handles it
Discover uses short letter codes like AA instead of numbers. Discover often acts as both the card network and the card issuer, and it may also start with an inquiry before a chargeback. As with the other networks, the date on your processor's notice is the one that counts.
Why customers file it
- The business name on their statement doesn't match your store name.
- Someone in their household made the purchase.
- It was a small purchase they've forgotten.
Most of these aren't bad faith. A calm, factual reply with the right documents works better than an argument.
The evidence that matters for AA
These are the documents the DisputeDraft generator checks for this reason code. Send the ones you have:
- Proof of DeliveryShows the order reached the address the customer gave you. Delivered status matters more than 'shipped'. Upload: tracking history, delivery confirmation.
- Customer CommunicationMessages where the customer confirms the order, asks about it, or never raised a problem with you. Upload: emails, chat logs.
- Prior TransactionsEarlier orders from the same customer that were never disputed. Upload: order history.
- Transaction DetailsThe receipt, invoice or order confirmation for the disputed charge. Upload: Original sales receipt, invoice, or order confirmation.
How to submit your response
Paste your letter into your processor's dispute response and upload the evidence. Menus change from time to time, so follow your dispute notice if anything looks different.
Stripe
- Go to Payments → Disputes and open this dispute.
- Click Counter dispute and follow the form.
- Paste the letter as your response and upload the files below.
Stripe accepts only one submission per dispute, so upload everything at once.
PayPal
- Open the Resolution Center and find this case (look under “Needs your attention”).
- Click Respond and choose the option to provide evidence.
- Paste the letter and upload the files below.
Use the response due date shown on the case.
Shopify Payments
- Go to Orders and open the order with the chargeback.
- Click Submit response in the chargeback banner.
- Paste the letter in the notes and add the files below as evidence.
You can add evidence until the due date; Shopify sends your response to the card company then.
Etsy Payments
- Find the email Etsy sent about this chargeback.
- Reply with the letter and the files below, as that email asks.
- Keep a copy of what you sent.
Etsy’s email gives the time frame to reply; Etsy passes your information to the bank.
Common mistakes
- Not explaining how the charge appears on statements and how it relates to your store.
- Leaving out the delivery details that match the cardholder's address.
- Not including the order confirmation email they received.
Deadline reminder
Submit before the deadline on your dispute notice: late responses lose automatically.
Your processor sets its own response date, which is usually earlier than the bank's. Use the date on your dispute notice, not one you've read online.
Write your Discover AA letter free
Opens the generator with Discover and AA already selected. Nothing you type leaves your browser.
Write your letter freeFAQ
Why don't customers recognise the charge?
Often the name on the statement is different from your store name. Say in your letter exactly how the charge appears and who you are.
Should I contact the customer?
Yes, politely. A reminder of the order, with what they bought and where it was sent, sometimes jogs their memory and they can tell their bank.
How do I prevent these?
Make your statement name as close to your store name as your processor allows, and mention it in your order confirmation email.
Is Discover AA the same as other “unrecognised charge” codes?
Other networks have their own codes for the same kind of dispute. The evidence is similar, but always use the exact code on your dispute notice (Discover AA here).
Related guides
This guide is general information, not legal advice. It can't guarantee an outcome. Networks revise their reason codes, so always follow the code and deadline on your processor's dispute notice.